Ticket Settings OTRS
7
Hide Article navigation Ticket States Predefined states New Open Pending reminder Pending auto close Pending auto close+ Merged Closed Successful Closed Unsuccessful Customizing states Ticket priorities Ticket Responsibility & Ticket Watching Ticket Responsibility Ticket watching Ticket settings Ticket States Predefined states OTRS allows you to change predefined ticket states and their types, or even add new ones. Two attributes are important for a state: the state name and the state type. The default states of OTRS are: 'closed successful', 'closed unsuccessful', 'merged', 'new', 'open', 'pending auto close+', 'pending auto close', 'pending reminder' and 'removed'. New Tickets are usually in this state when created from incoming emails. Open This is the default state for tickets assigned to queues and agents. Pending reminder After the pending time has expired, the ticket owner will receive a reminder email concerning the ticket. If the ticket is not locked, the reminder will be sent to all agents in the queue. Reminder tickets will only be sent out during business hours, and are repeatedly sent every 24 hours until the ticket state is changed by the agent. Time spent by the ticket in this status will still add towards the escalation time calculation. Pending auto close Tickets in this status will be set to "Closed Unsuccessful" if the pending time has expired. Time spent by the ticket in this status will still add towards the escalation time calculation. Pending auto close+ Tickets in this status will be set to "Closed Successful" if the pending time has expired. Time spent by the ticket in this status will still add towards the escalation time calculation. Merged This is the state for tickets that have been merged with other tickets. Closed Successful This is the end state for tickets that have been successfully resolved. Depending on your configuration, you may or may not be able to reopen closed tickets. Closed Unsuccessful This is the end state for tickets that have NOT been successfully resolved. Depending on your
-
Upload
gonzalo-esteban -
Category
Documents
-
view
4 -
download
1
description
Configuracion de estados y prioridad OTRS
Transcript of Ticket Settings OTRS
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 1/7
HideArticlenavigation
TicketStatesPredefinedstatesNewOpenPendingreminderPendingautoclosePendingautoclose+MergedClosedSuccessfulClosedUnsuccessfulCustomizingstates
Ticketpriorities
TicketResponsibility&TicketWatchingTicketResponsibilityTicketwatching
Ticketsettings
TicketStates
PredefinedstatesOTRSallowsyoutochangepredefinedticketstatesandtheirtypes,orevenaddnewones.Twoattributesareimportantforastate:thestatenameandthestatetype.ThedefaultstatesofOTRSare:'closedsuccessful','closed
unsuccessful','merged','new','open','pendingautoclose+','pendingautoclose','pendingreminder'and'removed'.
NewTicketsareusuallyinthisstatewhencreatedfromincomingemails.
OpenThisisthedefaultstateforticketsassignedtoqueuesandagents.
PendingreminderAfterthependingtimehasexpired,theticketownerwillreceiveareminderemailconcerningtheticket.Iftheticketisnotlocked,thereminderwillbesenttoallagentsinthequeue.Reminderticketswillonlybesentoutduringbusinesshours,andarerepeatedlysentevery24hoursuntiltheticketstateischangedbytheagent.Timespentbytheticketinthisstatuswillstilladdtowardstheescalationtimecalculation.
PendingautocloseTicketsinthisstatuswillbesetto"ClosedUnsuccessful"ifthependingtimehasexpired.Timespentbytheticketinthisstatuswillstilladdtowardstheescalationtimecalculation.
Pendingautoclose+Ticketsinthisstatuswillbesetto"ClosedSuccessful"ifthependingtimehasexpired.Timespentbytheticketinthisstatuswillstilladdtowardstheescalationtimecalculation.
MergedThisisthestateforticketsthathavebeenmergedwithothertickets.
ClosedSuccessfulThisistheendstateforticketsthathavebeensuccessfullyresolved.Dependingonyourconfiguration,youmayormaynotbeabletoreopenclosedtickets.
ClosedUnsuccessfulThisistheendstateforticketsthathaveNOTbeensuccessfullyresolved.Dependingonyour
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 2/7
configuration,youmayormaynotbeabletoreopenclosedtickets.
CustomizingstatesEverystatehasaname(statename)andatype(statetype).ClickontheStateslinkontheAdminpageandpressthebutton"Addstate"tocreateanewstate.Youcanfreelychoosethenameofanewstate.Thestatetypescannotbechangedviathewebinterface.Thedatabasehastobedirectlymodifiedifyouwanttoaddnewtypesorchangeexistingnames.Thedefaultstatetypesshouldtypicallynotbemodifiedasthiscanyieldunpredictableresults.Forinstance,escalationcalculationsandtheunlockfeaturearebasedonspecificstatetypes.Thenameofanalreadyexistingstatecanbechanged,ornewstatesaddedthroughthisscreen.If
thestate"new"hasbeenchangedviathewebinterface,thischangealsohastobeconfiguredviatheconfigfileKernel/Config.pmorviatheSysConfiginterface.ThesettingsspecifiedinthescriptbelowhavetobemodifiedtoensurethatOTRSworkswiththechangedstatefor"new".
[...]
#PostmasterDefaultState
#(Thedefaultstateofnewtickets.)[default:new]
$Self>{PostmasterDefaultState}='new'
#CustomerDefaultState
#(defaultstateofnewcustomertickets)
$Self>{CustomerDefaultState}='new'
[...]
Script:ModifyingtheKernel/Config.pmsettings.Ifanewstatetypeshouldbeadded,theticket_state_typetableintheOTRSdatabaseneedstobe
modifiedwithadatabaseclientprogram,asshowninthescriptbelow.
linux:~#mysqlp
Enterpassword:
WelcometotheMySQLmonitor.Commandsendwithor\g.
YourMySQLconnectionidis23toserverversion:5.0.16Debian_1log
Type'help'or'\h'forhelp.Type'\c'toclearthebuffer.
mysql>useotrs
Readingtableinformationforcompletionoftableandcolumnnames
YoucanturnoffthisfeaturetogetaquickerstartupwithA
Databasechanged
mysql>insertintoticket_state_type(name,comments)values('own','Own
statetype')
QueryOK,1rowaffected(0.00sec)
mysql>quit
Bye
linux:~#
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 3/7
Script:ModifyingtheOTRSdatabase.Nowitispossibletousethenewstatetypeyoujustcreated.Afterastatehasbeenlinkedwiththis
newstatetype,theOTRSconfigurationalsohastobechangedtoensurethatthenewstateisusable.JustmodifythefollowingoptionsviaSysConfig:Ticket>Frontend::Agent::Ticket::ViewPhoneNew>AgentTicketPhone###StateDefaulttodefinethe
defaultnextstatefornewphonetickets.Ticket>Frontend::Agent::Ticket::ViewPhoneNew>AgentTicketPhone###StateTypetodefinethe
availablenextstatesfornewphonetickets.Ticket>Frontend::Agent::Ticket::ViewEmailNew>AgentTicketEmail###StateDefaulttodefinethe
defaultnextstatefornewemailtickets.Ticket>Frontend::Agent::Ticket::ViewEmailNew>AgentTicketEmail###StateTypetodefinethe
availablenextstatesfornewemailtickets.Ticket>Frontend::Agent::Ticket::ViewPhoneOutbound>AgentTicketPhoneOutbound###Stateto
definethedefaultnextstatefornewphonearticles.Ticket>Frontend::Agent::Ticket::ViewPhoneOutbound>AgentTicketPhoneOutbound###StateType
todefinetheavailablenextstatesfornewphonearticles.Ticket>Frontend::Agent::Ticket::ViewMove>AgentTicketMove###Statetodefinethedefaultnext
stateformovingaticket.Ticket>Frontend::Agent::Ticket::ViewMove>AgentTicketMove###StateTypetodefinetheavailable
nextstatesformovingaticket.Ticket>Frontend::Agent::Ticket::ViewBounce>StateDefaulttodefinethedefaultnextstateafter
bouncingaticket.Ticket>Frontend::Agent::Ticket::ViewBounce>StateTypetodefinetheavailablenextstatesinthe
bouncescreen.Ticket>Frontend::Agent::Ticket::ViewBulk>StateDefaulttodefinethedefaultnextstateinabulk
action.Ticket>Frontend::Agent::Ticket::ViewBulk>StateTypetodefinetheavailablenextstatesinthe
bulkactionscreen.Ticket>Frontend::Agent::Ticket::ViewClose>StateDefaulttodefinethedefaultnextstateafter
closingaticket.Ticket>Frontend::Agent::Ticket::ViewClose>StateTypetodefinetheavailablenextstatesinthe
closescreen.Ticket>Frontend::Agent::Ticket::ViewCompose>StateDefaulttodefinethedefaultnextstateinthe
Compose(reply)screen.Ticket>Frontend::Agent::Ticket::ViewCompose>StateTypetodefinetheavailablenextstatesin
theCompose(reply)screen.Ticket>Frontend::Agent::Ticket::ViewForward>StateDefaulttodefinethedefaultnextstateafter
forwardingaticket.Ticket>Frontend::Agent::Ticket::ViewForward>StateTypetodefinetheavailablenextstatesinthe
Forwardscreen.Ticket>Frontend::Agent::Ticket::ViewForward>StateDefaulttodefinethedefaultnextstateofa
ticketinthefreetextscreen.
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 4/7
Ticket>Frontend::Agent::Ticket::ViewForward>StateTypetodefinetheavailablenextstatesinthefreetextscreen.Ticket>Core::PostMaster>PostmasterDefaultStatetodefinethestateofticketscreatedfrom
emails.Ticket>Core::PostMaster>PostmasterFollowUpStatetodefinethestateofticketsafterafollowup
hasbeenreceived.Ticket>Core::PostMaster>PostmasterFollowUpStateClosedtodefinethestateofticketsaftera
followuphasbeenreceivedonanalreadyclosedticket.Ticket>Core::Ticket>ViewableStateTypetodefinethestatetypesthataredisplayedatvarious
placesinthesystem,forexampleintheQueueview.Ticket>Core::Ticket>UnlockStateTypetodefinethestatetypesforunlockedtickets.Ticket>Core::Ticket>PendingReminderStateTypetodefinethestatetypeforremindertickets.Ticket>Core::Ticket>PendingAutoStateTypetodefinethestatetypeforPendingAutotickets.Ticket>Core::Ticket>StateAfterPendingtodefinethestateaticketissettoafterthePendingAuto
timeroftheconfiguredstatehasexpired.
TicketprioritiesOTRScomeswithfivedefaultprioritylevelsthatcanbemodifiedviathe"Priorities"linkontheAdminpage.Whencreatingacustomizedlistofpriorities,pleasekeepinmindthattheyaresortedalphabeticallyinthepriorityselectionboxintheuserinterface.Also,OTRSordersticketsbyinternaldatabaseIDsintheQueueView.
NoteAswithotherOTRSentities,prioritiesmaynotbedeleted,onlydeactivatedbysettingtheValidoptiontoinvalidorinvalidtemporarily.
ImportantIfanewprioritywasaddedorifanexistingonewaschanged,youmightalsowanttomodifysomevaluesinSysConfig:
Ticket:Core::Postmaster::PostmasterDefaultPrioritydefinesthedefaultpriorityforallincomingemails.Ticket:Frontend::Agent:Ticket::ViewPhoneNew:PrioritydefinesthedefaultpriorityintheNewPhoneTicketscreenforagents.Ticket:Frontend::Agent:Ticket::ViewEmailNew:PrioritydefinesthedefaultpriorityintheNewEmailTicketscreenforagents.Ticket:Frontend::Customer:Ticket::ViewNew:PriorityDefaultdefinesthedefaultpriorityintheNewTicketscreenintheCustomerfrontend.
TicketResponsibility&TicketWatchingFromOTRS2.1on,itispossibletoassignapersonasbeingresponsibleforaticket,inadditiontoitsowner.Moreover,allactivitiesconnectedwiththeticketcanbewatchedbysomeoneotherthantheticketowner.ThesetwofunctionalitiesareimplementedwiththeTicketResponsibleandTicketWatcherfeatures,andfacilitatetheassignmentoftasksandworkingwithinhierarchicalteamstructures.
TicketResponsibility
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 5/7
Theticketresponsiblilityfeaturefacilitatesthecompleteprocessingofaticketbyanagentotherthantheticketowner.Thusanagentwhohaslockedaticketcanpassitontoanotheragent,whoisnottheticketowner,inorderforthesecondtorespondtoacustomerrequest.Aftertherequesthasbeendealtwith,thefirstagentcanwithdrawtheticketresponsibilityfromthesecondagent.WiththeconfigurationparameterTicket::Responsible,theticketresponsibilityfeaturecanbeactivated.
Thiswillcause3newlinkstoappearintheticketactivitiesmenuofazoomedticketintheagentinterface.Ticketresponsibilitycanbeassignedbycallinguptheticketcontentandclickingonthe"Responsible"
linkintheticketactivitiesmenuofazoomedticketintheagentinterface(seetheFigurebelow).
Figure:ChangingtheResponsibilityofaticketinitszoomedview.Afterclickingon"Responsible",apopupdialogtochangetheresponsibilityofthatticketwillopen
(seeFigurebelow).Thisdialogcanalsobeusedtosendamessagetothenewresponsibleagent.
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 6/7
Figure:Popupdialogtochangeaticket'sresponsibility.Thelistofallticketsforwhichanagentisresponsible,canbeaccessedthroughtheResponsibleview
oftheOTRSagentinterface,assoonastheticketresponsibilityfeaturegetsactivated.
TicketwatchingFromOTRS2.1on,selectagentssuchassupervisorscanwatchcertainticketswithinthesystemwithoutprocessingthem,byusingtheTicketWatcherfeature.TheTicketWatcherfeaturecanbeactivatedwiththeconfigurationparameterTicket::Watcherwhich
addsnewlinkstoyouractionstoolbar.UsingTicket::WatcherGroup,oneormoreusergroupswithpermissiontowatchticketscanalsobedefined.Inordertowatchaticket,gotoitszoomedviewandclickonthe"Subscribe"linkintheticketactivities
menu(seeFigurebelow).
Figure:Subscribingtowatchingaticketinitszoomedview.Ifyounolongerwanttowatchaspecificticket,gotoitszoomedviewandclickonthe"Unsubscribe"
linkintheticketactivitiesmenu(seeFigurebelow).
-
11/5/2015 Ticketsettings
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200 7/7
Figure:Unsubscribingfromwatchingaticketinitszoomedview.ThelistofallwatchedticketscanbeaccessedthroughtheWatchedviewoftheOTRSagentinterface
(seeFigurebelow),assoonastheticketwatcherfeaturegetsactivated.
Figure:Watchedticketsview.
Prev Up NextUsingexternalbackends Home Timerelatedfunctions
